Troubleshooting & Support Channels
Quick fixes for common issues and the correct contact channels for Site Staff vs. Participants.
Common Quick Fixes
- Recorder Won't Charge: Use a wall charger, not a USB hub. It may take around 5 minutes for the LEDs to turn on if the battery was fully discharged.
- Yellow Light: Check cream application and shirt fit (tighten straps).
- Bluetooth Fail: "Forget" device in phone settings and re-pair within the Hexoskin app.
Support Contacts
For Site Staff (You)
- Email: trial@hexoskin.com (Subject: Site ID + Issue).
- Phone: +1 888-519-7569 (Mon-Fri, 9am-5pm).
- Use for: Supply requests, OneView access, "Stop Enrolling" notifications.
For Participants
- Email: participant@hexoskin.com (EN) and participante@hexoskin.com (ESP).
- Chat: participant.hexoskin.com
- Phone: +1 888-519-7569
- Use for: App issues, pairing help, comfort questions.